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World-class team and resources

Designing and managing a customer experience strategy is a significant undertaking. The scope and importance of such programs warrant having a team with the necessary resources for deploying the initiative, monitoring the activity and measuring the impact. While the size and scope of the team will vary, it is essential to establish a team and provide the right resources to ensure success. World-class team and resources occurs when:

  • There is a clear owner or customer champion whose responsibility is to create a relentless focus on the customer throughout the organization.
  • There is a cross-functional team in place responsible for deploying customer experience initiatives.
  • There is a network of customer advocates – leaders throughout the company who encourage the use of customer intelligence.
  • Support resources are in place. These may include support from finance, communications, IT and/or human resources. Also, third-party solution providers receive adequate time for their role in customer experience initiatives.

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit www.walkerinfo.com.

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